Service Desk (Lisbon- Hybrid)

Claranet limited; Lisboa; On-site; EUR 22,000 - 32,000; Full time

Benefits offered by this job

Dynamic team

Additional training

Salary package

Growth opportunities

Job summary

Claranet limited is seeking a Servicedesk professional for a client on our Talent Team to deliver 1st Line IT support via phone, email and remote tools. You will diagnose Windows and Office issues and provide effective resolutions with clear communication.

Join a fast-paced environment with ITIL-friendly practices, create knowledge materials, and collaborate with internal teams to ensure service quality and incident resolution within SLAs.

Qualifications

• Proven experience supporting Microsoft Office and Windows environments.
• Experience troubleshooting hardware and software issues.
• Previous experience in a Service Desk, Helpdesk, or similar IT support role.
• Experience providing telephone-based customer support.
• Good knowledge of Operating Systems and end-user technologies.
• Experience using remote access tools for troubleshooting.
• Strong customer service and Helpdesk support skills.
• Ability to create technical documentation and operational procedures.
• Clean criminal record.
• Excellent communication and conflict management skills.
• Strong customer-oriented mindset.

Responsibilities

• Provide 1st Line IT support to end users via phone, email, and remote assistance tools.
• Diagnose and resolve hardware and software issues related to Microsoft Windows and Microsoft Office environments.
• Perform remote troubleshooting and support for end-user devices and applications.
• Log, manage, and escalate incidents and service requests according to procedures and SLAs.
• Deliver excellent customer service while maintaining clear communication with users throughout the resolution process.
• Create and maintain technical documentation, knowledge articles, and operational procedures to support knowledge transfer across teams.
• Collaborate within internal support teams to ensure efficient issue resolution and continuous service improvement.
• Ensure adherence to company policies, security standards, and operational processes.

Skills

Windows & Office

Troubleshooting hardware

IT support experience

Phone support

End-user tech

Remote access tools

Customer service

Technical documentation

Clear record

Communication skills

Teamwork

Education

ITIL Foundation

Job description

We're fastlearners, hard workers, natural collaborators... and we Make ModernHappen !

Our ambitionis to unlock the potential of our digital world so that organisationseverywhere can innovate and thrive securely. We aim to achieve this goal bybringing together the world’s most talented people and the most powerfultechnologies, combining them to address our customers' challenges and to buildsomething stronger together.

Rightnow, we are looking for a Servicedesk for a client on our Talent Team.

Your responsibilities include:

• Provide 1st Line ITsupport to end users via phone, email, and remote assistance tools.
  
• Diagnose and resolvehardware and software issues related to Microsoft Windows and MicrosoftOffice environments.
  
• Perform remotetroubleshooting and support for end-user devices and applications.
  
• Log, manage, andescalate incidents and service requests according to establishedprocedures and SLAs.
  
• Deliver excellentcustomer service while maintaining clear communication with usersthroughout the resolution process.
  
• Create and maintaintechnical documentation, knowledge articles, and operational procedures tosupport knowledge transfer across teams.
  
• Collaborate withinternal support teams to ensure efficient issue resolution and continuousservice improvement.
  
• Ensure adherence tocompany policies, security standards, and operational processes
  

You must have:

• Proven experiencesupporting Microsoft Office and Windows environments.
  
• Experiencetroubleshooting hardware and software issues.
  
• Previous experience ina Service Desk, Helpdesk, or similar IT support role.
  
• Experience providingtelephone-based customer support.
  
• Good knowledge ofOperating Systems and end-user technologies.
  
• Experience usingremote access tools for troubleshooting and supporting end users.
  
• Strong customerservice and Helpdesk support skills.
  
• Ability to createtechnical documentation and operational procedures.
  
• Clean criminal record.
  
• Excellentcommunication and conflict management skills.
  
• Strongcustomer-oriented mindset.
  
• Ability to workeffectively under pressure and manage stressful situations.
  
• Reliable attendance,punctuality, and commitment to service quality.
  
• Team-oriented attitudewith a proactive approach to problem-solving and troubleshooting
  

We value:

• ITIL Foundationcertification or ITIL training.
  
• Passion for technologyand continuous learning.
  
• Strong analytical andtroubleshooting skills.
  
• Ability to workindependently while maintaining close collaboration with the wider team.
  
• Adaptability andwillingness to take on new challenges.
  
• Experience working infast-paced IT support environments.
  
• A positive attitude,resilience, and commitment to delivering a high-quality customerexperience.
  

We offer:

• Integration into a dynamic and motivated team toperform the role.
  
• Additional training.
  
• Salary package in line with the responsibilitiesof the role.
  
• Professional growth and career developmentopportunities.